Bank accounts Best banks for customer satisfaction

How bank account providers score for customer service

We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.

Customer satisfaction for current accounts
Current accountsInternetTelephoneBranch availabilityCustomer serviceClarity of statementDealing with queries & complaintsCustomer score
First Directexcellentexcellentsatisfactoryexcellentexcellentgood82%
Norwich & Peterborough BSgoodn/agoodgoodexcellentgood71%
Nationwide BSgoodgoodgoodgoodexcellentsatisfactory69%
M&S Bankgoodn/apoorgoodexcellentgood68%
Danske Bank (Northern Bank)goodn/agoodsatisfactorysatisfactorysatisfactory66%
Metro Bankn/an/aexcellentgoodgoodn/a65%
Santandergoodsatisfactorygoodsatisfactorygoodsatisfactory64%
The Co-operative Bankgoodgoodpoorsatisfactorygoodsatisfactory62%
TSBgoodsatisfactorysatisfactorysatisfactorygoodsatisfactory62%
Yorkshire Bankgoodgoodsatisfactorysatisfactorygoodsatisfactory62%
Smilegoodgoodpoorgoodexcellentgood61%
Halifaxgoodsatisfactorygoodsatisfactorygoodsatisfactory61%
Citibanksatisfactorygoodn/asatisfactorysatisfactorysatisfactory61%
Cahootgoodn/an/asatisfactorygoodsatisfactory60%
NatWestgoodsatisfactorygoodsatisfactorygoodsatisfactory60%
Clydesdale Bankgoodsatisfactorysatisfactorysatisfactoryexcellentsatisfactory58%
Lloyds Bankgoodsatisfactorygoodsatisfactorygoodsatisfactory58%
Barclays Bankgoodsatisfactorygoodsatisfactorygoodsatisfactory57%
HSBCgoodpoorsatisfactorysatisfactorygoodsatisfactory55%
Bank of Irelandsatisfactorysatisfactorysatisfactorysatisfactorysatisfactorypoor54%
The Royal Bank of Scotlandgoodgoodsatisfactorysatisfactorygoodsatisfactory53%
Bank Of Scotlandgoodsatisfactorygoodsatisfactorysatisfactorypoor53%
Intelligent Finance (IF)excellentpoorsatisfactorysatisfactorysatisfactorypoor44%
Ulster Banksatisfactoryn/an/asatisfactorysatisfactorypoor42%

Table notes

n/a = sample size too small
Average overall customer satisfaction score is 61%
Sample sizes: First Direct (352), Norwich & Peterborough BS (41), Nationwide BS (452), M&S Bank (41), Danske Bank (34), Metro Bank (32), Santander (462), The Co-operative Bank (351), TSB (350), Yorkshire Bank (177), Smile (100), Halifax (482), Citibank (32), Cahoot (51), NatWest (452), Clydesdale Bank (117), Lloyds Bank (483), Barclays (495), HSBC (482), Bank of Ireland (49), Royal Bank of Scotland (351), Bank of Scotland (200), Intelligent Finance (39), Ulster Bank (50)  - Total sample size: 5,002

Our research

Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during August 2014. The final sample size was 5,002.

Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.

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